Senior Technical Support Specialist

About the role

As a Senior Technical Support Specialist you will join Braze’s Global Technical Support Team, owning the post‑sale technical relationship with customers. You will troubleshoot complex platform issues, guide junior teammates, and help shape product knowledge across the organization.

Key responsibilities

• Own, prioritize, and resolve complex inbound support tickets, building response plans and ensuring rapid issue resolution.
• Act as an internal escalation point for critical tickets and provide guidance to junior support members.
• Collaborate with Global Technical Support leadership to maintain a high‑quality knowledge database.
• Develop deep expertise in Braze’s platform features, customer use cases, and become a subject‑matter expert in specific product areas.

Required profile

• Excellent written and verbal communication skills in both Japanese and English, with strong follow‑up and listening abilities.
• Customer‑centric attitude, able to thrive under time‑sensitive, high‑pressure situations.
• Curious mindset that treats every problem as a learning opportunity and actively shares knowledge with teammates.

Required skills

• Bachelor’s degree or equivalent experience.
• 3‑6 years supporting SaaS or mobile technical products.
• Proficiency with case‑management tools such as Salesforce or Zendesk.
• Programming experience with Ruby, Java, C++, JavaScript.
• Familiarity with HTML, CSS, Liquid, SQL, and mobile platforms (Android, iOS).

What we offer

• Competitive compensation, potentially including equity.
• Flexible paid time off and hybrid work options.
• Comprehensive health, dental, vision, life and disability benefits.
• Professional development resources, including a yearly learning stipend.